Customer Service Call Center Supervisor
Pipersville, PA Pipersville, PA Full-time Full-time $65,000 - $75,000 a year $65,000 - $75,000 a year 1 day ago 1 day ago 1 day ago The Tyndale Company is hiring a new Customer Service Call Center Supervisor to oversee our dedicated Customer Support team.
This Supervisor is responsible for day-to-day supervision, management support, and coaching to designated Customer Service team members.
This position is accountable for promoting employee productivity and exceptional levels of customer satisfaction.
A working relationship should be developed with team members, providing the appropriate training, tools, direction, and motivation that enable their success, and ensure that standards are being met.
Hybrid/Remote:
Tyndale supports a strong work-life balance; this opportunity requires onsite work 2-3 days a week working from a home office the remainder of the week.
To be considered, candidates must reside within a commutable distance to Tyndale headquarters in Pipersville, PA (Bucks County).
Responsibilities:
Manage daily workflow of team, ensuring that we are providing excellent and timely service to customers; coordinate overtime needs of team members with Customer Service Manager; Assist in management of Customer Service Task Management Tool (Zendesk) to ensure timely and accurate completion is achieved; Provide support to complete assignments as needed; Work with Customer Service Manager to establish metrics by which to track the day-to-day performance and progress of team members; Provide as-needed training and coaching specific to the needs of team members, including:
system or technical training, product knowledge, verbal and written communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; utilize interactive training techniques with team members to ensure success; Document all policies and procedures for Customer Service Department, ensuring accessibility to all team members; Participate in candidate selection for new staff with Customer Service Manager; Prepare interim and annual performance evaluation for designated team members and deliver to staff with Customer Service Manager; Approve scheduled PTO of designated team members, ensuring an adequate number of staff to meet work deadlines and requirements; track attendance of department staff and provide appropriate feedback and disciplinary action, when required, with Customer Service Manager approval; Complete and oversee onboarding experience for new hires, including temporary staff members.
Develop training schedules for new hires; facilitate training to ensure successful onboarding of team members; Responsible for resolving or helping to resolve complex issues that are escalated to direct reports, or from a customer directly, with the goal of resolving issues quickly.
Coordinate with management and other departments as needed to help resolve open issues.
Alert Customer Service Manager, as needed, of any areas of concern; Provide ongoing quality assurance and ensure accuracy with sales order entry and order checking; Analyze weekly/monthly reports for designated team members and Customer Service related tasks, ensuring any areas of concern are addressed in a timely manner; Communicate with Customer Service Manager weekly on department efficiency and performance; Collaborate with other departments on interdepartmental processes with goal of driving efficiency and continuous improvement; Perform other tasks and projects as assigned.
Qualifications:
HS Diploma or equivalent required; Bachelor's Degree preferred; Minimum of 2 years' experience supervising a customer support team in a medium to large business environment required or 3 years of relative Tyndale experience, with sustained Exceeds performance level.
Minimum of 2 years' experience in a direct sales or customer service related environment required.
Proven ability to build rapport with internal and external customers.
Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff.
Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff.
Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach.
Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally.
An individual that values collaboration with others in the organization.
Strong analytical and proactive problem solving skills.
Strong computer skills, including proficiency in MS Office applications.
Adobe Acrobat and knowledge of MAS 500 is helpful.
Benefits:
Proven track record of company growth with an award-winning family-friendly culture; Comprehensive benefits package including Medical, Dental and Vision insurance; 401k with company match; 9 Paid Holidays, Company Paid STD/LTD, and Company-wide Bonus Plan; Paid Parental Leave; Generous paid time off package; Tuition and professional development assistance; Complete Wellness program including healthy lifestyles reimbursement program and corporate discount on health-tracking devices.
About Tyndale Tyndale Company, Inc.
is a single-supplier solution for keeping workers safe, comfortable, and regulation-compliant.
We deliver top-quality, arc-rated flame resistant (FR) clothing and uniforms by way of managed apparel programs, driven by over 40 years of FR experience.
We serve the electric utilities, oil and gas, transportation, and other industries across all 50 states and Canada.
We believe that the key to our success is our employees and Tyndale has been recognized as an award-winning, employee-rated Top Workplace in the Greater Philadelphia and Houston areas.
Our values are exhibited in every phone call, every order, and every shipment that goes out with our name on it, and we are dedicated to continually raising the bar on the products and services we offer.
Qualified candidates are encouraged to apply on our website, www.
tyndaleusa.
com/careers.
E.
O.
E Job Type:
Full-time Pay:
$65,000.
00 - $75,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Paid training Parental leave Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Supplemental pay types:
Bonus pay Ability to commute/relocate:
Pipersville, PA 18947:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
2 years (Preferred) Supervisory:
2 years (Preferred) Work Location:
Hybrid remote in Pipersville, PA 18947.
Estimated Salary: $20 to $28 per hour based on qualifications.
This Supervisor is responsible for day-to-day supervision, management support, and coaching to designated Customer Service team members.
This position is accountable for promoting employee productivity and exceptional levels of customer satisfaction.
A working relationship should be developed with team members, providing the appropriate training, tools, direction, and motivation that enable their success, and ensure that standards are being met.
Hybrid/Remote:
Tyndale supports a strong work-life balance; this opportunity requires onsite work 2-3 days a week working from a home office the remainder of the week.
To be considered, candidates must reside within a commutable distance to Tyndale headquarters in Pipersville, PA (Bucks County).
Responsibilities:
Manage daily workflow of team, ensuring that we are providing excellent and timely service to customers; coordinate overtime needs of team members with Customer Service Manager; Assist in management of Customer Service Task Management Tool (Zendesk) to ensure timely and accurate completion is achieved; Provide support to complete assignments as needed; Work with Customer Service Manager to establish metrics by which to track the day-to-day performance and progress of team members; Provide as-needed training and coaching specific to the needs of team members, including:
system or technical training, product knowledge, verbal and written communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; utilize interactive training techniques with team members to ensure success; Document all policies and procedures for Customer Service Department, ensuring accessibility to all team members; Participate in candidate selection for new staff with Customer Service Manager; Prepare interim and annual performance evaluation for designated team members and deliver to staff with Customer Service Manager; Approve scheduled PTO of designated team members, ensuring an adequate number of staff to meet work deadlines and requirements; track attendance of department staff and provide appropriate feedback and disciplinary action, when required, with Customer Service Manager approval; Complete and oversee onboarding experience for new hires, including temporary staff members.
Develop training schedules for new hires; facilitate training to ensure successful onboarding of team members; Responsible for resolving or helping to resolve complex issues that are escalated to direct reports, or from a customer directly, with the goal of resolving issues quickly.
Coordinate with management and other departments as needed to help resolve open issues.
Alert Customer Service Manager, as needed, of any areas of concern; Provide ongoing quality assurance and ensure accuracy with sales order entry and order checking; Analyze weekly/monthly reports for designated team members and Customer Service related tasks, ensuring any areas of concern are addressed in a timely manner; Communicate with Customer Service Manager weekly on department efficiency and performance; Collaborate with other departments on interdepartmental processes with goal of driving efficiency and continuous improvement; Perform other tasks and projects as assigned.
Qualifications:
HS Diploma or equivalent required; Bachelor's Degree preferred; Minimum of 2 years' experience supervising a customer support team in a medium to large business environment required or 3 years of relative Tyndale experience, with sustained Exceeds performance level.
Minimum of 2 years' experience in a direct sales or customer service related environment required.
Proven ability to build rapport with internal and external customers.
Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff.
Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff.
Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach.
Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally.
An individual that values collaboration with others in the organization.
Strong analytical and proactive problem solving skills.
Strong computer skills, including proficiency in MS Office applications.
Adobe Acrobat and knowledge of MAS 500 is helpful.
Benefits:
Proven track record of company growth with an award-winning family-friendly culture; Comprehensive benefits package including Medical, Dental and Vision insurance; 401k with company match; 9 Paid Holidays, Company Paid STD/LTD, and Company-wide Bonus Plan; Paid Parental Leave; Generous paid time off package; Tuition and professional development assistance; Complete Wellness program including healthy lifestyles reimbursement program and corporate discount on health-tracking devices.
About Tyndale Tyndale Company, Inc.
is a single-supplier solution for keeping workers safe, comfortable, and regulation-compliant.
We deliver top-quality, arc-rated flame resistant (FR) clothing and uniforms by way of managed apparel programs, driven by over 40 years of FR experience.
We serve the electric utilities, oil and gas, transportation, and other industries across all 50 states and Canada.
We believe that the key to our success is our employees and Tyndale has been recognized as an award-winning, employee-rated Top Workplace in the Greater Philadelphia and Houston areas.
Our values are exhibited in every phone call, every order, and every shipment that goes out with our name on it, and we are dedicated to continually raising the bar on the products and services we offer.
Qualified candidates are encouraged to apply on our website, www.
tyndaleusa.
com/careers.
E.
O.
E Job Type:
Full-time Pay:
$65,000.
00 - $75,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Paid training Parental leave Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Supplemental pay types:
Bonus pay Ability to commute/relocate:
Pipersville, PA 18947:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
2 years (Preferred) Supervisory:
2 years (Preferred) Work Location:
Hybrid remote in Pipersville, PA 18947.
Estimated Salary: $20 to $28 per hour based on qualifications.
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